Good morning,
The Technical Support desk can become overwhelmed and unnecessary time is being spent trying to locate and merge cases that end-users “Reply” to, thus creating a new case.
How can I stop/prevent a new case from being created by a user who replies to the out-going response of an open ticket?
Thank you,
- Tom
Hi.
You may need to set up your reply templates with the appropriate format.
Please take a look to my previous responses/post where I explain this in detail, applying for both, FreshDesk as well as FreshService:
New Freshservice Implementation | Freshworks Community
Ticket threading in tickets between FreshService and FreshDesk | Freshworks Community
Hope this helps.
Regards,
Hi
Could you please let me know whether a ticket is getting created when your customers respond to the new ticket creation notificaion ? Usually the replies would get threaded to the original ticket however if this is not happening, Please share relavent screenshots in DM so that we can have this checked.
Regards,
Yusuf Ahmed
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